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Appendix a Independent Hackney Carriage Services Report 2019

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Appendix a Independent Hackney Carriage Services Report 2019 Tunbridge Wells – Hackney Carriage Unmet Demand Survey Final Report August 2019 EXECUTIVE SUMMARY Key points This survey has been conducted by LVSA on behalf of Tunbridge Wells Borough Council. The survey is intended to fulfil the requirements of Section 16 of the 1985 Transport Act and to address the questions raised in the Department for Transport (DfT) 2010 Best Practice Guidance. The objectives of the study may be broadly defined as: • Consultation with major stakeholders • Consultation with the trade • Public consultation • An unmet need survey In addition to the work undertaken to identify any unmet demand, a short journey mystery shopper survey, a wheelchair mystery shopper survey and an assistance dog mystery shopper survey were undertaken. There were twelve taxi rank locations surveyed in Tunbridge Wells. The locations of the ranks surveyed were as follows: Calverley Road Camden Road Church Road Linden Park Road Mount Pleasant Road (War Memorial) Mount Ephraim Road/Lime Hill Rd Mount Pleasant Avenue (Feeder rank) The Pantiles (Lower Walk) Tunbridge Wells Railway Station, Vale Road – Front of Railway Station Tunbridge Wells Railway Station, Mount Pleasant Road – Back of Railway Station Paddock Wood Railway Station – Commercial Road High Street (Informal rank) The three railway station ranks are located on railway property. However, contrary to common practice with railway station ranks, on railway property, Hackney Carriages do not require an additional permit to operate from the ranks at the railway stations in Tunbridge Wells. The taxi ranks were surveyed, using video cameras fixed to nearby lamp posts and sign posts, from Thursday morning (13th June 2019) to the following Sunday morning (16th June 2019), in order to capture the busiest periods of the week, along with quiet periods. This ensured that if there is any unmet demand that these are the days when this was most likely to be evident, as passenger waiting delays. There was no activity observed at Calverley Road, Camden Road, Mount Ephraim Road/ Lime Hill Road and The Pantiles. Approximately 88% of hires were concentrated on the two ranks at Tunbridge Wells Railway Station and 3% of hires at Paddock Wood Station. Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 LVSA www.lvsa.co.uk As a result of the concentration of the trade at Tunbridge Wells Railway Station, the Station ranks were very well attended by Hackney Carriages from early morning to the early hours of the following morning. Other ranks were rarely attended, except at night and passengers do not wait at other ranks, during the day, as there is no expectation of finding a Hackney Carriage at these ranks, for most of the time. There were a few occasions during the rank surveys when passengers were observed waiting for Hackney Carriages to arrive at the rank at the Railway Station on Mount Pleasant Road, Railway Station on Vale Road and at Paddock Wood Station. These were generally occasions when a train had arrived in the station and the crowd of passengers hiring Hackney Carriages exceeded the number of Hackney Carriages available and waiting on the rank. Public consultation was undertaken through questionnaire surveys conducted on street and online. Stakeholder consultation was undertaken with minority group representatives, local businesses, visitor attractions, licenced premises, the police, elected members and Council officers. The public and stakeholder consultation feedback indicated that: The public and stakeholders were largely content with the availability of Hackney Carriages in Tunbridge Wells town, at the Railway Station. There is some desire for a taxi rank to be present, with available Hackney Carriages, in the town centre, closer to the main shopping area. Rural licensed vehicle availability (including private hire) was felt to be poor. Some concerns were raised regarding availability of licensed vehicles for mobility impaired passengers. Feedback indicated a lack of availability of wheelchair accessible vehicles at times. A consistent issue raised was concern over driver attitude and presentation. Unmet need assessment Data from the taxi rank surveys was used, together with any indication from the public consultation surveys, of frustration with non-availability of Hackney Carriages, to calculate an Index of Significant Unmet Demand (ISUD). The ISUD index value calculated from the survey results was less than 1. This is an indicator that the level of unmet demand is low. This index is considered, in conjunction with other evidence and feedback from consultation. Taking all the information collected into consideration, there is no significant unmet demand. Trade Consultation Trade representatives and drivers were consulted to seek their views on the Hackney Carriage trade in Tunbridge Wells. The principal issues which were raised by the trade were: A desire for new ranks to serve day time demand from shoppers and night time demand from pubs and clubs. There is little multi-shift operation of vehicles. Therefore, vehicles which operate primarily during daytime weekdays, generally do not operate at nights or on the weekends. Similarly, those which serve the night time economy, generally are not in operation during the day. The storage capacity of the main Railway Station rank in Tunbridge Wells is sometimes insufficient to accommodate all of the hackney carriages which want to wait for fares. Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 LVSA www.lvsa.co.uk Mystery Shopper Surveys A series of test purchases were undertaken to hire Hackney Carriages off ranks for short distance trips within Tunbridge Wells. Most of the trips undertaken were satisfactory, with one exception. One driver over charged for the trip undertaken, by starting the meter with the wrong tariff showing. Assistance dog mystery shopper surveys were undertaken by a guide dog user, accompanied by a guide dog. The drivers of all of the licensed vehicles hired were very helpful and took care to assist the guide dog user and the dog, into and out of the vehicle. One appeared to charge more than expected for the trip. A wheelchair user mystery shopper survey was also undertaken. It proved very difficult to hire wheelchair accessible vehicles either at the ranks or by telephone booking. Whilst there are wheelchair accessible Hackney Carriages in the fleet, there were none at the ranks at the times when the wheelchair user test purchasers visited the ranks. On occasions when non-wheelchair accessible vehicles were hired, drivers were generally helpful and assisted the travellers with the wheelchair. There was one exception when the driver did not provide any assistance. All other wheelchair hires were reasonably successful, with no overcharging and no reluctance to carry the wheelchair. However, no wheelchair accessible vehicles were able to be hired throughout the two days of survey, either at the ranks or through telephone booking. The test purchasers also attempted to hire private hire vehicles without pre-booking. All vehicles approached refused the offer of a hire and stated that the passenger would need to telephone the office to make a booking. Full details of all of the mystery shopper surveys have been provided to the Senior Licensing Officer. Conclusions The primary purpose of this study is to determine whether there is evidence of significant unmet demand. The conclusion is that there is no significant unmet demand. Users and stakeholders are generally content with the level of availability of Hackney Carriages. Some issues were raised regarding the attitude and appearance of some Hackney Carriage drivers. It was felt that some drivers expressed dissatisfaction with passengers hiring them for relatively short journeys or passengers who may require additional assistance. There is some desire for an additional rank in the town centre to better service demand from shoppers. There was some indication that wheelchair users may face limitations in supply of wheelchair accessible vehicles at times. Recommendations There is no significant unmet demand. Therefore, there is no compelling need to increase the number of Hackney Carriage Licences, on the basis of public benefit. Publication of additional information regarding how to contact providers of wheelchair accessible licensed vehicles may help to improve availability of these vehicles amongst occasional users and visitors. On this basis, the authority has discretion in its hackney licensing policy and may either: Maintain the current limit Issue any number of additional plates as it sees fit, Remove the numerical limit Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 LVSA www.lvsa.co.uk Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 LVSA www.lvsa.co.uk CONTENTS 1 STUDY OBJECTIVES 1 2 BACKGROUND 2 3 BACKGROUND TO TAXI LICENSING IN TUNBRIDGE WELLS 5 4 TAXI RANK SURVEYS 11 5 PUBLIC CONSULTATION 19 6 STAKEHOLDER CONSULTATION 30 7 DETERMINATION OF UNMET DEMAND 45 8 MYSTERY SHOPPER SURVEYS 49 9 THE EQUALITY ACT 2010 52 RESPONSES TO DFT BEST PRACTICE GUIDANCE 2010 54 10 CONCLUSIONS AND RECOMMENDATIONS 57 Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 LVSA www.lvsa.co.uk 1 STUDY OBJECTIVES 1.1 General This study has been conducted by LVSA on behalf of Tunbridge Wells Borough Council. The study is intended to fulfil the requirements of Section 16 of the 1985 Transport Act and to address the questions raised in the Department for Transport (DfT) 2010 Best Practice Guidance. The objectives of the study include: The objectives of the study may be broadly defined as: Consultation with major stakeholders Consultation with the trade Consultation with the public Taxi rank surveys In addition to the work undertaken to identify any unmet demand, a short journey mystery shopper survey, a wheelchair mystery shopper survey and an assistance dog mystery shopper survey were undertaken. Tunbridge Wells Hackney Carriage Unmet Demand Study 2019 1 LVSA www.lvsa.co.uk 2 BACKGROUND 2.1 Definitions This report refers to Taxis, Hackney Carriages and Private Hire Vehicles. Both Hackney Carriages and Private Hire Vehicles are licenced to operate within the Tunbridge Wells Council area.
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